KPMG Managed Services

Transcription

1 KPMG Managed Services Subject matter expertise, operational excellence and tools and technology helping to deliver scalable and cost efficient managed services.

2 Project Castle Civil Service Learning Client challenge On 14 December 2015 a KPMG-led consortium was awarded a landmark contract with Civil Service Learning (CSL) to help deliver innovative, bespoke and high quality learning to equip around 450,000 civil servants across all departments and professions with the skills required to deliver public services of the highest standard. The Service Centre provides a multifunctional contact centre underpinned by quality administration and excellent customer service to support learners and suppliers. We run a multi channel contact centre providing learning advice and technical, payment and complaints support. This ensures an enhanced user experience including: scheduling, occupancy, bookings, cancellations, logistics management, learning evaluation and feedback, credit control and MI services to all customers. Key activities Designed, built and launched a new operation in 38 working days which included premises set up, technology sourcing and deployment, selection, recruitment and training of the teams. Recruited and trained customer experience and event management workforce. This includes 18 Learning Support who answer calls and queries to SLAs, and 31 Learning Co-ordinators who manage events end to end. Developed Operating Model with supporting telephony technology. Defined process and procedures to ensure events are managed effectively and dealt consistently. Implemented risk-based sampling supported by a KPMG technology solution to ensure we have effective and efficient QC of our work. Resolve (on average) over 6,000 learner queries via call and per month with a peak of 7,500. Project Corona KYC refresh Schedule, book and manage all pre and post event logistics for (on average) 700 learning events per month. Manage Core Curriculum open and closed event as well as contextualised, bespoke, professional qualifications and apprenticeships. Outcome Consistently delivering 95% of all calls answered within 20 seconds and over 90% of all queries resolved within 1 working day with a successful first touch resolution approach. Improved quality of learning outcomes. 85% of learners have given positive feedback, reporting that they expect learning to make a positive difference to their performance in the workplace. Learner needs satisfied, with increased take up of CSL learning services. Supporting materials provided to improve the impact of learning in the workplace. Client challenge In June 2015 our client was seeking a multi-year was seeking collaboration on a multi-year engagement to undertake a significant volume of customer files scheduled for review under Anti-Money Laundering requirements. Our client needed long term collaboration on this engagement to enable them to complete the work within the required regulatory timeframes. Working closely with our client, Managed Services designed and mobilised an onand off-shore operation to complete the customer file review population on a yearly rolling basis. The file review population size and complexity was determined at the start of each year, with the contract running over a period of 3 years. Key activities The initial priority was to mobilise the operation.this included an intense training programme on the clients systems and policy. We then deployed this accredited team to train a further 70 experienced KYC Analysts and Quality Control (QC) staff on the specific client policies. Other key activities included devising endto-end processes for the rolling reviews including on handoffs and exception cases. Separately our team designed and implemented a customer reach out function. This played a crucial role as it acted as a gatekeeper for all interactions between the clients customers and KPMG, ensuring a central hub for communication, control and governance Our successful completion of year 1 of cases to the Quality standards and in the time frame ensured we secured the 3 year contract on a sole source basis As the operation matured throughout we saw the benefit of having built strong relationships between the client and our QA teams. As with all KYC operations, we had a team of Forensic SMEs embedded throughout, both on and offshore to conduct QA and support policy, guidance and training activities. The strength of these QA relationships between the teams helped develop knowledge and understanding, and identify opportunities to improve the operations. Another notable success was the implementation of our Case Clinic Forum. This has help drive consistent decisions across global teams. We are working remotely on the clients systems and have worked collaboratively to bring new process efficiencies, within the constraints of the system. As the operations continued through year 2 and into year 3 we maintained flexibility in our model to accommodate and support the clients natural changes in policy, approach and demands from their regulator We have conducted multiple operational ramp up s on and offshore in each review year to support significant increases and changes to the scope of the customer file review populations. Key Outcomes Securing the renewal of contract for year 3 and discussing year 4 is testimony to the quality of our operations to date. More specifically we: Maintained a full scale on and offshore operation to meet the client demands Successfully demonstrated our ability to exceed the client s own internal Quality standards delivered ahead of our case completion targets. This helped secure us being the single outsourced supplier the rolling review cycles. Completed in excess of 8,600 client files to the required quality and timeframes over the two year period. Achieved a consistent 96% QA pass rate since initial rolling review year, as validated by our client s internal QA team.

3 Managed Services We use our subject matter expertise, operational excellence and best practice tools to help deliver a scalable, quality and cost efficient services. 1 Operational design 2 Mobilise 3 Technology 4 Data the project security 6 Quality control 7 Management information 8 Quality assurance throughout 2 Client issues Operations 1 Quality testing Our Managed Services operates in multiple locations, delivering high quality, round the clock service to our clients. round the clock service to our clients. 6 7 UK India China 8 Leeds Gurgaon Foshan

4 3 Pillars of Managed Services 1. Subject Matter Experts KPMG Industry and Subject Matter Experts provide in depth knowledge throughout the life of the engagement. Helps ensure client needs and quality standards are met. 01 Subject Matter Experts 3. Operational Excellence Extensive expertise of standing up and running large operations across multiple industries and business areas. Customize and shape Well-established operational processes, driving MI to support decision making. 03 Operational Excellence 02 Tools and Technology 2. Tools and Technology KPMG is at the forefront of technology and MS tools. Ability to tailor Cloud based solutions, remote access and data security needs to fit client demands. The 5 hallmarks of delivery 1. Ops Management Expertise and Governance 2. Rapid mobilisation 3. Delivery quality 4. Flexible resourcing 5. MI and insight

5 Contact details Mike Eaton Partner M: E: Sharon Campbell Head of Managed Services Delivery M: E: Craig Hamilton Director M: E: The information contained herein is of a general nature and is not intended to address the circumstances of any particular individual or entity. Although we endeavour to provide accurate and timely information, there can be no guarantee that such information is accurate as of the date it is received or that it will continue to be accurate in the future. No one should act on such information without appropriate professional advice after a thorough examination of the particular situation KPMG LLP, a UK limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative ( KPMG The KPMG name and logo are registered trademarks or trademarks of KPMG International. KPMG CREATE CRT September 2017